Responsibilities
- Design and roll out new incentive procedures while refining current workflows across departments to speed up payment processing, lower costs, minimize errors, and enhance participant satisfaction
- Guarantee accurate and timely handling of all standard and exceptional payments across the M3 GR Group divisions
- Process and authorize complex orders according to supplier guidelines and internal controls; resolve held items and high-value or unusual cases with root-cause solutions
- Ensure organized, secure data storage with proper access permissions; keep Wallet and MR status updated for internal and external stakeholders
- Lead compliance with the assigned incentives SOP, covering reporting needs by payment method, data privacy rules, and documentation standards
- Maintain the participant payment compliance framework, including tax thresholds and reporting by country, identity protocols, and evidence requirements
- Work with Finance to verify report accuracy, resolve discrepancies, and apply local regulations; implement control checks and preserve full audit logs
- Prepare documentation packages for audits and support responses to internal and external auditors
- Enforce pre-payment safeguards such as transaction and balance validations, value limits, reason codes, and dual approvals for exceptions; conduct reviews of high-value payments
- Issue a monthly performance dashboard covering processing times, error and return rates, backlog levels, and SLA adherence; lead corrective actions
- Conduct quality assurance through sampling and random checks; record and follow up on corrective and preventive measures
- Manage vendor relationships for incentives and payments, including negotiating pricing, fees, rebates, and service credits; enhance contract terms around SLAs, liability, data protection, and settlement timelines to cut costs and reduce risk
- Serve as primary point of contact for incentive and payment vendors on daily operations
- Support vendor RFPs and renewals by providing requirements, volume forecasts, control expectations, and performance records
- Act as business owner for payment technology systems: define functional needs, review designs, and create or maintain SOPs and operational runbooks
- Oversee user acceptance testing, data reconciliation, and readiness for launch; approve releases and ensure full system logging of actions and actors
- Collaborate across teams to lead improvements in incentive design, risk controls, and compliance frameworks
- Enhance the participant payout experience to improve retention by enabling fast, seamless payments, quick issue resolution, and proactive status updates; use root-cause analysis to prevent repeat issues
- Coordinate communication with respondents and manage escalations; provide clear, timely updates using consistent templates across divisions
- Update standard operating procedures, checklists, and quick-reference guides; deliver refresher training to cross-functional teams
- Guide coordinators on complex cases and quality benchmarks; provide day-to-day backup support to the Incentives Manager when required
- Supervise, mentor, evaluate, and develop assigned team members to ensure effective performance
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid or remote options available
Team
Part of the Global Incentives and Payments team, collaborating across Finance, Technology, and Operations
Requirements
- Bachelor’s degree in Business, Finance, or related field
- Proven experience in incentive or payment operations, preferably in a global setting
- Strong understanding of compliance, tax regulations, and data privacy laws
- Experience managing vendor contracts and service level agreements
- Proficiency in financial systems and data reconciliation tools
- Excellent communication and cross-functional collaboration skills
- Ability to lead process improvements and drive change across teams
Preferred Qualifications
- Project management or process optimization certification
- Experience with audit preparation and response
- Familiarity with payment platforms and digital wallet systems
- Background in participant-facing programs or market research operations
Not available
